Customer Service Representative II

Eastern Michigan University; Ypsilanti (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Eastern Michigan University is seeking a Customer Service Representative II to support the Parking division on Main Campus. The role involves handling inquiries in person or by phone, explaining policies, and guiding customers through forms and procedures.

You will work with various university departments to resolve issues and assist with student information system transactions. The position requires strong communication skills, attention to detail, and the ability to manage multiple requests

Qualifications

• Readable and clear communication with diverse customers.
• Ability to interpret policies and provide accurate forms/instructions.
• Experience handling customer inquiries and resolving problems.

Responsibilities

• Answer inquiries by phone, in person, or email and route as needed.
• Explain departmental policies and provide forms and instructions.
• Process transactions and collect information using student information systems.
• Interact with other university departments to resolve questions or issues.
• Train student assistants.
• Adhere to university policies and procedures.

Skills

Customer service

Communication

Conflict resolution

Data entry

Word processing

Education

High school diploma

Tools

Microsoft Word

Job description

Title: Customer Service Representative II

Employee Classification: CS

Pay Grade: CS 05

Division: Parking

Subdivision:Parking

Department: Parking

Campus Location: Main Campus

General Summary

Under limited supervision, perform various duties in support of office customer service functions and related operational activities, either in person or over the telephone, or in correspondence which require a working knowledge of a wider variety and complex program policies, procedures and regulations.

Principal Duties and Responsibilities

• Receive incoming inquiries by phone and/or in person over the service counter and determine proper handling to minimize need for subsequent referral.
• Communicate to customers the departmental policies and procedures related to their needs and provide customers with appropriate forms and instructions.
• Answer and resolve complex inquiries from customers relative to services provided, or other University policies and/or programs which might be appropriate to the individual's service needs.
• Demonstrate a high level of customer service and interpersonal communication skills (i.e. courtesy respect, tact, and sincere desire to meet customer needs).
• Use student information systems to process transactions, resolve customer problems and to collect information.
• Obtain necessary information and process service requests.
• Receive, read and interpret correspondence and determine proper handling.
• Interact with other university departments either by phone or e-mail to resolve questions or problems to facilitate service for customers.
• Train student assistants.
• If applicable to area of assignment, adhere to any and all NCAA, Mid-American Conference and Eastern Michigan University policies, rules, regulations, and operational procedures.
• Perform related departmental duties, as required.

Minimum Qualifications:

Ability to read, write, interpret instructions, and perform basic arithmetic calculations, typically acquired through the completion of a high school education, is necessary in order to perform operational activities in support of customer service functions.
Two years of satisfactory customer service related clerical/secretarial experience is necessary.

The ability to communicate accurately and pleasantly with customers (across a wide diversity of cultural backgrounds) is necessary in order to identify customer needs and solve customer problems.
The ability to communicate moderately to highly complex policies, procedures, and regulations and to ensure understanding of these while working under pressure (e.g. handling several requests at the same time) is required.
Effective conflict management skills are required (e.g. defuse emotionally charged situations, clearly identify issues, clearly communicate procedures for resolving issues, working with the customer to develop a resolution acceptable to the customer and the work unit).

Familiarity with word processing/computer systems is required.

Preferred Qualifications:

Knowledge and understanding of University policies, systems, procedures and regulations as they pertain to the work unit and to areas of the university that interact with the work unit (as would typically be acquired over two years of acceptable performance working in a similar or related university or college department) is desired.

A specific typing speed may be required depending on department needs and it should be noted at time of posting.

Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure.

Special Instructions:

N/A

Appointment Percentage:

100%

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Equal employment opportunity, including veterans and individuals with disabilities.

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